Support services

Because your time is valuable, we always connect you with a support professional — not an automated system.

Technical support options

Available support subscriptions for your Barracuda SaaS or hardware solution. Always 24x7, never any phone trees.

Enhanced Support

Enhanced support is included with a SaaS solution or Energize Update subscription and provides 24x7 technical support via phone, live chat, online portal and e-mail.

Premium Support

Premium Support ensures that your network is running at its peak performance by providing the highest level of 24x7x365 technical support for mission-critical environments. A dedicated Premium Support Manager and a team of highly-skilled technical engineers provide fast solutions to high-priority support issues, ensuring that your Barracuda solution maintains continuous uptime.

Professional Services

Professional Services provides comprehensive onsite and remote services to accelerate implementation and maximize the effectiveness of your Barracuda solutions to better secure your business without the need for additional internal staffing, training or maintenance.

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Features Enhanced Premium Professional Services
Energize Update Subscription Required Required
Term 1, 3 or 5 years 1, 3 or 5 years
Support operation hours 24x7 24x7
Response time for critical issues 2 hours 30 minutes
Support initial contact Level 1 Level 2/3 Consultant
Firmware maintenance
Resolution of technical questions
Software issue inquiry
Access to product documentation
Configuration guidance
Feature requests
Access to BETA programs
Live transfer (critical issues)
Support case prioritization
Priority escalation to resolve critical issues
Root cause analysis (upon request)
Proactive notification about resolved software issues
Planned event support
Service level agreements
Premium support manager
Monthly check-ins and reports
Proactive ticket evaluation
Configuration review (upon request)
On-site assistance
Project support and planning
Configuration assistance
Product training
Product quickstart
Software upgrades
Platform migration
Health checks
Customized installation

Hardware support options

Available subscriptions and add-ons for Barracuda physical appliances to support your evolving business needs and challenges.

Hardware warranty

Included with all hardware purchases, Barracuda’s hardware warranty guarantees that up to one year from delivery, your hardware will be free from defects in materials and workmanship.

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Instant Replacement

One hundred percent uptime is important in corporate environments, but sometimes equipment can fail. In the rare case that a Barracuda product fails, Barracuda ships a replacement unit on the same or next business day. And by means of the Hardware Refresh program, we ensure that customers benefit from the latest hardware improvements and firmware capabilities.

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Features Warranty Instant Replacement
Hardware support level Return-to-factory Next business day
Hardware Refresh program
Hardware disk (RAID) replacement
Data migration for replacement unit
Term 1 year 1, 3, or 5 years